SUMMARY:

• Information technology customer service professional with 8.5 years’ experience supporting government contracts and their end users.
• Previously the Remedy 8.1 Support Desk Manager on a national government contract supporting the Centers for Medicare and
• Medicaid Services. Assisted this same contract during a CAP as a Call Center Customer Service Subject Matter Expert - reformatting all work instructions into 508 compliant knowledge base articles for use by the CMS IT Service Desk Analysts. 4 years as the Tier 1 Call Center
• Manager on a federal contract supporting the Department of Labor. 3 years of systems administration/Tier 2 experience as the Chief of
• Technology Office representative at the Department of State. Duties included maintaining and resolving all network, hardware, and application related issues. IT Career began as a Tier 1 Technical Support Specialist @ Andrews Airforce Base.

PROFESSIONAL EXPERIENCE:

Confidential

Support Desk Manager

Responsibilities:

• Working with PM, identified all key and non-key stakeholders for the project
• Identified, located, and reviewed legacy Knowledge Base/work instruction content
• Actively contributed to prioritization of Knowledge Base/work instruction topic updates
• Effectively coordinated and helped facilitate the thorough updating and approval of Knowledge Base/work instructions and introduction of the new material into the production environment
• Key contributor to post-implementation QA validation of the updated materials
• Effectively supervised staff to produce consistently high customer satisfaction and performance metric compliance
• Provided customer service and coaching to Service Desk Staff

Confidential

Support Desk Manager

Responsibilities:

• Assisted in the development and implementation of Support Desk standard operating procedures
• Created a continuous plan for Support Desk Analysts to improve Customer Service and Satisfaction.
• Worked with 3rd party support vendors to establish after hour and incident escalation support
• Assisted with the creation and implementation of Quality Assurance planning, scoring and reporting
• Oversee Support Desk Analyst operations to include: scheduling, staffing, and management

Confidential

Service Desk Manager

Responsibilities:

• Serve as Help Desk Manager directly responsible for operations and maintenance of National Call Center and its staff, processes, and performance.
• Mentor junior personnel in helpdesk principles and concepts, project planning and implementation.
• Resolve customer escalated issues to maintain high customer satisfaction and relations
• Provide performance monitoring, reporting and Quality Control .
• Perform Quality Assurance ticket audits and call monitoring/staff coaching
• Maintain onsite help manuals for Call Center Staff. This documentation includes all workarounds, process flows, and expectations of the system(s).
• Ensure and enforce compliance with Service Level Agreement requirements for Service Desk Staff.
• Monitor and administer the national workflow ticketing system, including all application changes, updates, user accounts and overall functionality.
• Provide analysis of ticket content d Confidential using Crystal Reports to assist OASAM-OCIO Management in identifying Trends and to proactively improve the GSS systems and processes.
• Communicate with Tier 3 on current Network/Application outages to provide the customer with timely, professional updates. (Severity Level 1 and 2 Outage Notifications and User Community communications).
• Also perform Tier 1/2 Help Desk Duties

Confidential

Tier 1 Help Desk Technician

Responsibilities:

• Provide first call resolution to end users while utilizing remote desktop applications to troubleshoot and resolve software/hardware issues.
• Support Citrix remote desktop application users (SEATS) with login and error issues.
• Communicate Network/Application outages/updates to the federal customer.

Confidential

P roprietary Systems Specialist

Responsibilities:

• Deskside/In-person support providing technical resolutions as well as addressing any customer service need
• Helped to support a LAN/WAN system using TCP/IP including connectivity to mainframes in an unclassified/classified environment.
• Coordinated and performed workstation installations.
• Provided technical and software support to end users.
• Served as a liaison to vendors and staff for new hardware and software purchases, installation, and .
• Assisted the client in solving computer-related and networking issues.
• Maintained and repaired computers and peripherals.
• Installed, configured, diagnosed, repaired, and upgraded hardware and equipment while ensuring its optimal performance - Troubleshooting problem areas in a timely accurate fashion.
• Provided end user and assistance where required.
• Maintained working knowledge of products and/or services.
• Prepared reports and correspondence as needed.
• Also provided installation and troubleshooting assistance with PKI software.

Confidential

Tier 1 Technical Support Specialist

Responsibilities:

• Hands-on hardware troubleshooting experience.
• Ability to operate tools, components, and peripheral accessories.
• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Ability to understand the organization’s goals and objectives.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment.
• Strong customer-service orientation.
• Creating and developing Standard Operating Procedures
• Proficient in the creation and collaboration with third party partners to create 508 Compliant Knowledge Base/Work Instruction documentation
• Experienced in implementing Quality Assurance plans to ensure Help Desk Analysts exceed goals and baseline standards
• Knowledgeable in multiple ticketing applications
• Experienced in Incident and Crisis Management